In this role, you will review
engineering design documents, evaluate prototypes and engage with product engineers, field services, and product division program managers to provide program specific design requirements, change requests
and design input to improve
supportability, serviceability, quality, and usability of the product. Requirements will address areas such as: fault isolation, diagnostics, support automation, customer self repair, causes of service interventions, warranty cost, total customer experience, ease of use, and elimination of potential failures. You will evaluate all areas of the product: mechanical, electrical, software, documentation, install, setup, daily usage, upgrading, troubleshooting and repair. You will apply intermediate subject matter knowledge to product issues in helping make business decisions that balance time to market, warranty cost, and customer satisfaction for program launches and you will be utilized as an informed team member in these areas. You will be responsible for communicating product issues and information to customer and to the internal service field by authoring support documents.
You will need to communicate technical engineering issues in a way that is understandable to an end user customer with little technical background.
You will also need to communicate end user issues and needs in a way that is actionable by engineering.
You will exercise independent judgment within defined policies and practices to determine best method for accomplishing work and achieving objectives.
Utilize intermediate level engineering and troubleshooting knowledge to identify current and potential product issues, as well as features needed for customer satisfaction, ease of support and reduction of warranty. Prioritize issues and features to get the most return on investment and best increase in customer satisfaction.
Develops product requirements, inputs, and change requests intended to enhace the customer and support experience. Collaborates and communicates as a member of a cross-functional project team which may include internal and outsourced development partners, to develop intuitive, reliable, serviceable and high quality solutions for low to moderately complex products. you will document product issues and key information for end user customers and internal service personnel. Ensure engineers in the Storage Engineering Resolution Center are properly prepared to support the product.
Education and Experience
Knowledge and Skills
- Bachelor's or Master's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent
- Typically 2-4 years experience in working with storage technology products in a customer support or engineering development role.
Ability to apply intermediate analytical and problem solving skills.
Understanding of material properties and hardware, software, and electrical component design
Using empirical analysis, modeling and testing
methodologies to analyze product designs
or specifications, and devise improvements for the customer and support experience.
Strong written and verbal communication skills; mastery in English and local language.
proposals and negotiate options.
United States-Colorado-Ft. Collins
United States-Texas-Houston, United States-Idaho-Boise, United States-Massachusetts-Andover
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